Rialto Escalation Process
Please use this escalation process whenever you encounter an issue while working in Rialto or on anything Rialto-related.
Scenario | Action |
You encounter an issue with Rialto | Sign into the PQ/Ex Libris Support Center and open a ticket:
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The vendor's proposed solution requires that you configure your Rialto or Alma platform, and you don't know how to do it | Colleges participating in the OCLS’s LSP Support service can contact the OCLS Help Desk helpdesk@ocls.ca for support with their Alma IZ. Otherwise, respond to the ticket to request assistance with the configuration settings. |
The vendor does not respond to your ticket | In the ExLibris Support Center, escalate the issue by clicking the Escalate button, selecting the escalation category, and adding a comment as to why you are escalating the case. |
The vendor still does not respond to your ticket, or their response is not helpful | Email gdhindsa@ocls.ca with the ticket number. We will escalate your issue with the vendor and monitor its progress. The vendor will continue working with you directly, either via the Support Center or they may reach out separately by email, depending on the urgency and complexity of the issue and the projected resolution timeline. |